Case Study: Leading Mutual Life Insurer achieves 60% faster service delivery and full ROI in under one year with Verint Systems

Leading Mutual Life Insurer - Customer Case Study

A leading mutual life insurer that offers life, disability, long‑term care insurance and retirement products faced major back‑office delays in its U.S. life service division of nearly 200 staff. Turnaround averaged eight days versus a two‑day target, with excessive overtime, poor matching of schedules to workload, lack of work‑inventory tracking, and high time spent on non‑production activities.

The insurer deployed Verint Enterprise Workforce Management, Verint Performance Management, and Verint Desktop and Process Analytics to forecast and schedule staffing, monitor productivity, capture desktop activity, and prioritize work against deadlines. As a result, average service delivery improved by more than 60% (from eight days to under five), repeat calls dropped by about 30,000 annually, and the company achieved a 100% return on investment in less than one year.